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Santander 123 credit card issued without authority! TWICE!!
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pmason7
Posts: 2 Newbie
in Credit cards
My partner recently was offered a 123 Credit Card for her 123 current account, she was interested so asked the sales assistant to send her some information. Shortly after this, she received a call from Santander to say theyhad dispatched the first card, but to ignore it as they have already sent a new one.Both cards duly arrived however my partner chose not to take up the offer and did not sign either agreement.
Shortly after this her Current Account Visa Debit Card expired but the new card failed to arrive. My partner worried it may have been interrupted, contacted Santander who cancelled the first card and confirmed a new one would be dispatched.
After waiting a further three weeks the first card turned up but there was no sign of the second one.
Again she contacted Santander who apologised and stated that there had been a mistake, there was a problem on her account as recent settlements had affected her credit rating and she could now no longer have a debit card and this is why it had not arrived, however she could have an electron card. My partner was then told she would receive a £40 credit as she had been without access to her account.
I disputed this as my partner has an impeccable credit history, no defaulted cards or payments so we visited the bank to discuss this in branch. The duty Customer Services Manager listened to the issue and offered to check it out, however she got back to us the following day to say it was all correct and nothing else could be done. She was advised to check her credit rating as something had affected it in Jan that has altered her credit score around the time of the Credit Cards being sent out.
My partner checked her on line bank statement which showed a Credit Card account showing in her name, with a zero balance, however after highlighting this to Santander it swiftly disappeared, however interestingly she noticed another £20 had been credited to her account. On questioning Santander stated it was because we had raised a complaint.
Having now received her electron card we have got a copy of her full credit file which confirmed no missed payments, defaults etc. but on the closed accounts it shows that both Credit cards had been opened in Jan, one closed the next day the other closed in Feb, this we believe may be what has affected her overall credit score.
My partner has never signed to agree to these cards in fact we stillhave both application forms and the cards which have never been used, we have the following concerns:
1, How can a Credit Card be issued without signing any agreements.
2, Why immediately cancel one Credit Card then re-issue another.
3, Why are the accounts shown on her credit score as closed / settled when they should not have been opened.
4,If this has affected her score, as she has been refused a Visa Debit Card in a bank she has been with for over 30 years, why?
Where do we go now to get this resolved, …..Is it a member of Santander taking advantage of their incentive scheme in receiving bonuses for opening new accounts, or an error that has occurred and needs to be swiftly resolved by Santander,….. if this is so are we right to believe the cards have been issued without authority and in some way against our wishes, Martin please help if you can,anyone with similar experiences please reply,
Shortly after this her Current Account Visa Debit Card expired but the new card failed to arrive. My partner worried it may have been interrupted, contacted Santander who cancelled the first card and confirmed a new one would be dispatched.
After waiting a further three weeks the first card turned up but there was no sign of the second one.
Again she contacted Santander who apologised and stated that there had been a mistake, there was a problem on her account as recent settlements had affected her credit rating and she could now no longer have a debit card and this is why it had not arrived, however she could have an electron card. My partner was then told she would receive a £40 credit as she had been without access to her account.
I disputed this as my partner has an impeccable credit history, no defaulted cards or payments so we visited the bank to discuss this in branch. The duty Customer Services Manager listened to the issue and offered to check it out, however she got back to us the following day to say it was all correct and nothing else could be done. She was advised to check her credit rating as something had affected it in Jan that has altered her credit score around the time of the Credit Cards being sent out.
My partner checked her on line bank statement which showed a Credit Card account showing in her name, with a zero balance, however after highlighting this to Santander it swiftly disappeared, however interestingly she noticed another £20 had been credited to her account. On questioning Santander stated it was because we had raised a complaint.
Having now received her electron card we have got a copy of her full credit file which confirmed no missed payments, defaults etc. but on the closed accounts it shows that both Credit cards had been opened in Jan, one closed the next day the other closed in Feb, this we believe may be what has affected her overall credit score.
My partner has never signed to agree to these cards in fact we stillhave both application forms and the cards which have never been used, we have the following concerns:
1, How can a Credit Card be issued without signing any agreements.
2, Why immediately cancel one Credit Card then re-issue another.
3, Why are the accounts shown on her credit score as closed / settled when they should not have been opened.
4,If this has affected her score, as she has been refused a Visa Debit Card in a bank she has been with for over 30 years, why?
Where do we go now to get this resolved, …..Is it a member of Santander taking advantage of their incentive scheme in receiving bonuses for opening new accounts, or an error that has occurred and needs to be swiftly resolved by Santander,….. if this is so are we right to believe the cards have been issued without authority and in some way against our wishes, Martin please help if you can,anyone with similar experiences please reply,
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Is this a new record for the shortest answer to the longest question?Are you for real? - Glass Half Empty??
:coffee:0 -
Fruit_and_Nut_Case wrote: »Is this a new record for the shortest answer to the longest question?
It's the right answer though - you'll need to go through Santander's internal complaints procedure then take it to the Financial Ombudsman Service for their verdict if you get no joy.
I'm confused how opening and closing two accounts would cause such a swing in an otherwise spotless credit record - maybe it's triggered some anti money laundering suspicions or something...0 -
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bengal-stripe wrote: »How long ago was that?
Santander stopped issuing Electron cards some time mid-2010.
Apparantly athough it is called a VISA DEBIT CARD, it is does not have the raised numerals and letters on the front and states electronic use only on the back, Spoke again with the branch, as we have already raised the complaint once, their reply was imitially we did not open any accounts and they had not done anything wrong. Now they are going to represent to the underwriters annd complaints dept.to have the case relooked at. We have presented a copy of the credit file showing the opened and closed credit card accounts. The manageress could not give us a clear explination as to why the accounts were opened then closed without our authority or signature0 -
Although having two accounts closed very soon after having been opened may affect her credit rating slightly what's more likely is the credit searches performed by Santander in relation to these accounts dragging her score down.
She needs to obtain her Experian credit file (no need for a score, the £2 statutory report will do) and review the "Credit Searches" section.
Any listed by Santander of the type "Credit Card" have been performed in breach of the Data Protection Act going from what you've said, and therefore she has a legal right for them to be removed.
I would raise a formal written complaint as already advised and detail that in settlement of the complaint you require the accounts and searches to be permanently and immediately expunged from the credit files.
Also, you mention she's banked with them for 30 years, but also mention she's got a 123 Account.
Has she had to open a new bank account recently to get this offer of a 123 account? Or have her sort code and account number remained the same for the last 30 years?
TBH if I were in her position as well as raising said formal complaints, I'd also close all my accounts with Santander and bank elsewhere, e.g. Nationwide.
There's no comparison in the level of staff competence and customer service. Loyalty counts for nothing these days.
/feel bad about using the words "her" and "she" so often... lol, cat's mother?Cashback Earned ¦ Nectar Points £68 ¦ Natoinwide Select £62 ¦ Aqua Reward £100 ¦ Amex Platinum £48
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